Is The Service Desk Still Relevant?

Join this panel of Service Desk experts as they discuss the impact of business and technology changes on the Service Desk.

Rapid, breathtaking technology advances are forcing radical changes not only in how IT Service Desk functions, but also in terms of their structure, culture, tools, process, people and value proposition. Combined with business, social and global trends, as well as technology investing (spending), IT Service desks must accelerate their organizational change plans in order to survive and thrive. The expert panel will explore the impact of rapidly changing IT and business trends on the traditional IT Service Desk services, professionals, processes and value proposition. In addition to the impact of game-changing developments that include cloud computing (hosted services and software solutions), the virtual desktop, mobile computing, IT sourcing, and remote / virtual workers.

This live demo will show you how you can seamlessly blend business communications into your cloud work environment, transforming Microsoft Office 365 into an enterprise-grade communications hub with an easy-to-use interface that is very simple for end-users to deploy and IT to manage.

Make it easy for employees to initiate PSTN calls and SMS, view screen pops with relevant information, automatically log the calls, and more -- without ever leaving Office 365. You’ll also see how easy it is to add new users and make changes as your business evolves with RingCentral’s cloud based communications system.

Our expert presenter will walk you through how it works and answer your questions. You’ll see:

•How to place calls with one click from within Office 365
•Views of customer profile and communications history
•Automated ticket creation from calls

Mining Machine Data that gets sent from Electrical Vehicle (EV) charging stations can tremendously help in performing both regular, as well as predictive, maintenance. The data is also helpful to better understand the install base and gleaning other valuable business insights.

These business insights are tremendously helpful in reducing support costs and also for identifying new revenue streams.

Join Glassbeam and Gridscape in an engaging and interactive Webinar that discusses the tremendous efficiencies that IOT technologies can bring to EV charging stations.

See how HP ALM software was deployed to support Agile development and test efforts in a private secure cloud environment for government agencies. Learn about their need and our resulting solution. Find out how HP ALM software is provisioned in a virtual data center cloud development and test environment. See how our on-demand offering, with flexible pricing, allows agencies to leverage their investment in HP Software, greatly increasing ROI and reducing risk.

The worldwide adoption of cloud technology includes business communications. This video is a compilation of sessions exploring vital transition topics including: why cloud is the right solution for a growing business; the cost analysis of old technologies versus the cloud; how cloud communications works at uniting multiple office locations; and ways to make a smooth transition to a cloud phone solution.

Most network engineers have a love/hate relationship with wireless. This amazing technology has enabled them to provide end-user connectivity to the far reaches of their physical environments, while keeping up with the demand brought on by BYOD. However, device-laden bandwidth-hungry users have required a whole new wireless environment in many buildings, forcing engineers to step up their wireless knowledge and skills.

In this webinar, we will discuss:

• Common challenges with wireless
• Where to start when troubleshooting
• What tools are required

We will also show how all wireless eventually ends up in a wire, and how to know which technology is to blame when a performance problem strikes.

In this increasingly distributed work world, close collaboration among employees can't be taken for granted. But what does it take to keep your employees engaged and motivated? In this interactive webinar, our panelists discuss the foundations of effective team dynamics, what workstream conversation and collaboration means today, and how collaboration tools can impact employee productivity.

Over 90% of targeted attacks start with email. Criminals create very convincing emails to trick your users into clicking on a link, opening an attachment, or replying with their credentials. The attack methods criminals employ with phishing emails are constantly changing and so must your email security to block these attacks before damage occurs. Learn about the newest trends in phishing email attacks and how to protect your organization.

NTT Com Security would like to invite you to join us and our partner LogRhythm on July 28th, 2015 from 2:00-3:00 p.m. EST for a webinar addressing the current and ongoing cyber-threat to Financial and Insurance institutions.

This live demo will show you how you can seamlessly blend business communications into your cloud work environment, transforming Microsoft Office 365 into an enterprise-grade communications hub with an easy-to-use interface that is very simple for end-users to deploy and IT to manage.

Make it easy for employees to initiate PSTN calls and SMS, view screen pops with relevant information, automatically log the calls, and more -- without ever leaving Office 365. You’ll also see how easy it is to add new users and make changes as your business evolves with RingCentral’s cloud based communications system.

Our expert presenter will walk you through how it works and answer your questions. You’ll see:

•How to place calls with one click from within Office 365
•Views of customer profile and communications history
•Automated ticket creation from calls

While organisations have used multidisciplinary approaches such as Agile and DevOps to improve the quality of, and speed with which , new functionality is developed and deployed, no value is actually realised until users use information and technology effectively and efficiently. Organisation lose 6% to 10% productivity due to IT issues and almost half of this is due to poor use. This presentation extends the traditional DevOps scope to address the actual value realisation from an outside-in perspective.

The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.

In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.

Is Continual Service Improvement (CSI) an afterthought at your organization? Has CSI implementation taken a “back seat” to other ITSM processes? What happens to all of the good ideas that the ITSM team comes up with as processes are designed and tools are implemented? What about improvements suggested from business partners? In this session, Doug Tedder discusses how the CSI Register can be just the means to a beginning of a culture and approach to Continual Improvement.

Continual Improvement is the underpinning foundation of lean and, believe it or not, ITSM. Why is this concept so rarely used or achieved? Why do people feel it is book 5 of the cycle and what is inside as to difficult to understand and introduce?

In his final session of his 6 part Lean ITSM series, Daniel Breston illustrates some simple concepts to ensure that you improve daily, not based on reports but based on the attitude, behaviour, climate and culture of your business, IT and suppliers.

Getting a release that is of value based on configuration items that are known, during the cycle of change, has been the hardest aspect of ITSM since it's foundation. However, there are some simple things you can do to create a flow of work that everyone understands, linked to roles and responsibilities, KPIs, and business strategy.

In part 5 of Daniel Breston's 6 part Lean ITSM series, he explores why IT exists, and how to ensure that what IT creates and delivers is done for good reason and in a value-oriented manner, based on DevOPS, lean, Agile and ITSM.

Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2015 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

DevOps is a key ingredient for success to meet the rapid fire changes of the Digital Revolution. Despite that fact - many projects start out with the right intentions but quickly fizzle and fade because of common implementation mistakes that impact the Business and IT alike. Join Guest Speakers - Andi Mann (formerly of CA/EMA) and Brian Elkins (VP Technology) along with host Jeanne Morain - for tips, tricks and strategies for avoiding or recovering from common DevOps implementation mistakes.

IT Service Management (ITSM) has focused on how to manage incidents quickly and effectively and generally speaking, we have become more operationally efficient in these areas, but what we did not foresee was the change in our users. They are comfortable searching for information online and communicating directly through social media – and they might be using tablets and mobile phones to do it. So how does your IT organization adjust especially if your ITSM technology stack is built for traditional communication?

Watch this webcast to learn the steps you can take to introduce new strategies and technology that will help you meet the needs of your modern users. See how these practical steps can help you to improve your customer satisfaction, adoption, and service management cost structure.

This session is approved for 1 priSM Continual Professional Development (CPD) credit.

The business doesn’t understand how IT adds value to them!” is a common cry of IT departments the world over, but what is IT doing to make sure they clearly articulate the business value they deliver?

Join Peter Hubbard, Principal Consultant at Pink Elephant EMEA, as he discusses how to identify the right behaviours, the impact of the wrong measurements on those behaviours and finally how to ensure that the business recognises the hard work that IT puts in.

Following on from their latest presentation on the behavioural trends of service management, Richard Josey and Toby Moore continue their exploration of the effective measurement of service metrics and human behaviours. The body of this presentation will focus on how you gain the level of insights you need in order to make balanced choices about your services KPIs and outcomes.

Points covered:
· Balancing your reliance on metrics and scorecards
· Service intelligence: Business insights and analytics for ITSM
· Decision making processes for service improvements. Inform, act and review
· Understanding UX for ITSM and what insights can be gained
· Using retrospective measuring to make proactive changes
· Spotting trends in customer behaviours and engagement

Metrics and KPIs: always confused, hard to create, hard to align, hard to keep current, hard to report against and rarely ever helpful to use as an improvement tool. Why is this? What if you could create a simple balanced scorecard, or KPI tree, with no more than 15 measures that would keep your staff happy, you business stakeholders happy and your customers happy?

Join Daniel Breston to learn how, in part 4 of his 6 part Lean ITSM series. He will be exploring some dynamic ways to use ITSM metrics in a lean manner.

Both the rules and the roles governing IT Service Management (ITSM) are evolving to support a far-broader need for inclusiveness across IT, and between IT and its service consumers. Join EMA Analyst Dennis Drogseth and HEAT Software VP & GM Kevin J. Smith to learn what extremely successful ITSM organizations do differently.

Some of the research highlights that will be covered in the webinar will be how:

· Cloud continues to be a game changer
· The move to support enterprise services changes ITSM rules and roles
· Mobility is seriously changing the ITSM game
· Demand for more unified and effective endpoint management is expanding requirements

With all the advantages public and private clouds provide today, do you have the comprehensive cloud analytics that goes with it?
• Are you able to coordinate the overall performance of your cloud today, to truly gauge service health and operational efficiencies?
• Have you been able to compare costs of different providers with ease, to rapidly determine trends in quality and reliability?

If these topics are important to you, then join us for this hybrid cloud management session on cloud analytics.

Register for this webinar and learn how to gain full visibility into your organization and make the informed decisions and adjustments in investments that will meet your profitability targets and increase user satisfaction.

Today’s IT consumers want answers to their questions immediately and in the way they want to communicate- no, they are not toddlers with tantrums, rather their productivity is being impacted and they have become accustom to the consumer experience.

Watch this webcast to learn the role mobility, social media, and self-service play in meeting today’s ”service expectations” of IT and tips on how you can use these methods to increase user productivity and satisfaction resulting in the improved perception of IT.

This session is approved for 1 priSM Continual Professional Development (CPD) credit.

There are two conflicting forces upon the IT department. The move to create a digital service fabric and the legacy people, processes and technologies that currently exist that are paid for and still have some useful life. How do you analyze this landscape, reuse what you can, modernize what you need and create a plan for the future? This plan is needed to manage the hybrid environments we have with clouds, service management and IT as a whole.

Join host Andrew Harsch as he welcomes Dan Huberty, CTO and VP of Solution Architecture, to discuss what needs to change and the steps to begin this transformation.

CIOs and other IT leaders often feel that they, and IT in general, aren't taken seriously enough by the business. Shallow or non-existent relationships with their business partners, together with the technologists’ often modest non-technical communication skills, impede a meaningful dialogue with the business about the strategic business value of IT. This presentation outlines common issues and provides a roadmap that CIOs and other IT leaders can use to elevate their standing with the business colleagues and stakeholders to support IT transformation into a strategic partner of the business.

ITSM actually does have a strategy, but it is very waterfall based. Slow and cumbersome, and by the time it's been accomplished, it can be out of date, costly and frustrating to users, stakeholders and the creators in IT. How do you reverse this cycle and introduce meaningful strategy that is well governed? How do you create simple governance for IT and the business to ensure that technology is an enabler and not a waste of money? How do you make things better, faster, safer?

Join Daniel Breston, in part 3 of his Lean ITSM series, as he explores the concepts of ITIL strategy and blends it with Lean ITSM to show you how changes made today will make you ready for the IT of tomorrow.

It’s tough these days to make the Board excited about IT. Providing a real time editorial that strongly illustrates how IT is impacting the situation was difficult until now. Join us to learn how Kaiser Permanente is now exploring ways to do this with the all new HP Business Value Dashboard. Discover what this tool is and how it stitches IT, business and virtually any information together so that you miss nothing. Learn from Kaiser Permanente why it can be such a strategic way to align business and IT.

IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.